About Airtel IQ
Airtel IQ is a cloud contact center software from Airtel that improves customer satisfaction and manages voice operations. It combines product support, network congestion management, and mobile caller identification so businesses can handle customer inquiries effectively and provide technical support. The platform also manages customer grievances during call surges, ensuring consistent service levels. With a focus on boosting return on investment, Airtel IQ can increase pick-up rates by 20%, contributing to operational efficiency. Key capabilities: product support network congestion management mobile caller identification grievance management call surge handling Best for: customer service teams that need to manage high volumes of inquiries and improve overall customer use.
Airtel IQ Hosted Contact Center is a cloud-based communications platform built to streamline enterprise voice operations while reducing infrastructure costs and improving customer engagement. Operating entirely through the web, it allows agents, supervisors, and managers to access all tools from any browser, making it suitable for remote and hybrid environments. The platform offers a unified agent workspace, real-time dashboards, and customizable historical reporting, giving teams clear visibility into performance and customer interactions. Its functionality supports both inbound and outbound workflows, integrating directly with a company’s knowledge base for quick responses and offering multiple outbound dialing modes and callback tools. One of its most notable advantages is its network-driven mobile caller identification feature, a capability tied to Airtel’s telecom infrastructure that significantly improves call answer rates for outbound operations. Performance is strengthened through Airtel’s unified SLA, covering both network and application layers, providing enterprises with a single point of accountability for uptime and service quality. Cloud-native scalability allows companies to quickly adapt to seasonal demand, while strong security and telecom-grade reliability support high-volume operations with reported uptimes of 99.
Pros & Cons
- +High uptime (e.g., 99.99%) and resilience backed by the Airtel network.
- +Ensures remote accessibility and a quantifiable boost in outbound calling ROI.
- −Detailed public pricing is not available; quotes are required.
- −While supporting omnichannel (SMS, WhatsApp), the core feature set is heavily focused on voice operations.
Features
Key features
- 100% Web-Based Solution
- Allows all agents, supervisors, and managers to operate entirely through a web browser from any location.
- Cloud-Based Pay-as-You-Go Model
- Optimizes operational costs by providing a scalable platform with reduced infrastructure deployment costs.
- Unified End-to-End Management (One Stop Solution)
- Airtel manages all licensing, hosting, and usage, eliminating the need for multiple vendors.
- Real-time Dashboard
- Provides supervisors with an immediate, unified view of key performance indicators (KPIs) and conversation insights for quick adjustments.
- Bundled Pricing with Unified SLA
- Offers reduced Total Cost of Ownership (TCO) with a pay-per-agent model that includes network and application layer service level agreements.
- Mobile Caller Identification
- Increases the pick-up rate for outbound calls by 20%, boosting return on investment (ROI).
Additional features
- Optimize operational costs
- Helps reduce expenses associated with contact center operations.
- Cloud contact center
- The platform is hosted entirely in the cloud.
- Bundled with traditional telephony
- Combines the cloud platform with conventional phone services to enhance voice operations.
- Reduce high infrastructure costs
- Eliminates the need for expensive in-house hardware and deployment.
- Scale your business faster
- The cloud platform allows for quick adjustment of capacity to match business growth.
- Customizable platform
- The system can be adapted and evolved to meet changing business needs.
- “Pay as you go” model
- Users only pay for the services or agents they actively use.
- Leverage Airtel’s robust network and security protocols (SBCaaS)
- Uses Airtel's strong network infrastructure and security measures for the service.
- Reducing your infrastructure deployment and maintenance costs
- Saves money on setting up and running physical infrastructure.
- Handle customer inquiries related to product
- Agents can address questions about specific products.
- Provide technical support
- Allows agents to offer assistance with technical issues.
- Integrates seamlessly with your knowledge base
- The system can connect effortlessly with existing product information databases.
- Agents access product information swiftly
- Enables quick retrieval of necessary information for troubleshooting.
- Troubleshoot issues efficiently
- Allows agents to resolve customer problems effectively.
- Customers receive real-time inventory updates
- Keeps customers immediately informed about product availability and delivery timelines.
- 100% web-based solution
- The entire platform is accessible via a web browser.
- Say goodbye to office desks
- Agents can work remotely from any location.
- Manage everything through their web browsers from anywhere at any time
- Provides complete administrative and operational control remotely.
- Real-time dashboard
- A display providing immediate updates on performance metrics.
- Allows the Supervisor to have a unified view of KPIs and conversational insights
- Provides a single, comprehensive view of agent and conversation performance.
- Implement corrective measures in real time
- Supervisors can make immediate changes based on live data.
- Unified agent workspace
- A dedicated view designed to be user-friendly for agents.
- Agent friendly dedicated view of their ongoing conversations, tracks and goals
- Provides agents with relevant information about their current work and targets.
- Tools to collaborate with co-workers
- Enables agents to communicate and work together within the platform.
Pricing
Countries & Languages
Interface languages
Billing currencies
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About Airtel IQ
Airtel IQ is a cloud contact center software from Airtel that improves customer satisfaction and manages voice operations. It combines product support, network congestion management, and mobile caller identification so businesses can handle customer inquiries effectively and provide technical support. The platform also manages customer grievances during call surges, ensuring consistent service levels. With a focus on boosting return on investment, Airtel IQ can increase pick-up rates by 20%, contributing to operational efficiency. Key capabilities: product support network congestion management mobile caller identification grievance management call surge handling Best for: customer service teams that need to manage high volumes of inquiries and improve overall customer use.
Airtel IQ Details
Airtel IQ's In-App Market Place
Does Airtel IQ have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
No
Pricing Options
Accepted Payment Currencies
USD ($)
Pros & Cons
- High uptime (e.g., 99.99%) and resilience backed by the Airtel network.
- Ensures remote accessibility and a quantifiable boost in outbound calling ROI.
- Detailed public pricing is not available; quotes are required.
- While supporting omnichannel (SMS, WhatsApp), the core feature set is heavily focused on voice operations.
Airtel IQ's Support Options
Email Address
enterprise@in.airtel.comContact
+91 - 7042004973Documentation
https://www.airtel.in/b2b/whitepapers/Airtel IQ's Alternatives
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